Technote (troubleshooting)

Problem(Abstract)

Resolving the problem

Gathering this MustGather information before calling IBM Support will help familiarize you with the troubleshooting process and save you time.

Considerations before collecting data Take note of the following before collecting the information described below:

Performance

Runtime tracing may be verbose, and it could impact performance during peak time. If possible, reproduce the problem on a non-production environment to capture tracing.

If using WebSphere Version 8, there is an option to utilize High Performance Extensible Logging(HPEL) to minimize the impact of logging and tracing. The logs need to be formatted using the logViewer utility before uploading to IBM. For more information on enabling HPEL, refer to WebSphere Knowledge Center Using HPEL to troubleshoot applications.

Security

Some trace strings could capture sensitive or personal infomation. Please be sure to sanitize the logs before uploading to IBM. Commerce uses data masking to help mask sensitive data. See Knowledge Center Masking Sensitive data in traces

Note the specific steps used to reproduce the problem and any details that may be relevant

Ill. Validate the issue was captured Before sending logs to IBM, ensure that the issue being reported was captured. Recommend to review the following documents to help facilitate proper log collection:
Avoiding pitfalls when collecting traces.

To diagnose or identify a problem, it is sometimes necessary to provide Technical Support with data and information from your system. In addition, Technical Support might also need to provide you with tools or utilities to be used in problem determination. You can submit files using one of following methods to help speed problem diagnosis: